Quality-assurance-specialist

4 days ago


George Town, Malaysia Ex Libris Full time

**Responsibilities**:

- 5+ years’ experience as a Customer Service Quality Management Specialists/Manager.
- Certification in soft skills/client experience/customer service preferred.
- Bachelor/equivalent degree required, masters/advanced degree preferred.
- Excellent presentation skills and interpersonal, communication skills.
- Prior management of quality management/monitoring programs.
- Experience delivering feedback and developing action plans for improvement.
- Exceptional organization and project management skills.
- Proven track record of developing talent and improving client satisfaction and internal QM scores.
- Excellent written and spoken English.
- Positive attitude and deep customer service orientation.
- It would be great if you also had ability to train and coach non-native English speakers in written and spoken English.
- Ability to think strategically and embrace change.
- Proactive participant in identifying areas for improvement both in the focus area and across the service organization.

What will you be doing in this role:

- Own and manage the quality management program for Customer Service frontline teams.
- Organize audits to be sent out to auditors each month, ensure completion of the audit and feedback is provided to the agent.
- Conduct weekly calibration sessions for auditors and leadership team.
- Set up quarterly blitz calls with audit team to discuss trends and identify areas for improvement.
- Weave in external content to continue to focus on the customer experience.
- Support training specialists in the onboarding process for new hires, ensuring each new member of the team is trained on the QM program and expectations.
- Track month over month progress at an individual level, adding in one on one coaching and training opportunities as needed.
- Identify trends in audits across the team, develop action plans to improve skills sets and identify training opportunities partnering with training specialists on content and roll out.

Hours of Work 45 hours a week supporting the EMEA hours It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.Benefits



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